Senior Manager - Support

Zscaler

Bengaluru, India

Last shared 213 days ago

Job Details

Experience

8 - 9 years

Employment Type

Full-time

Employer Job ID

Not Mentioned

Industry Sector

Functional Area

Information Technology Services Information Technology
Job Description

Responsibilities:

  • Manage technical supportengineers
  • Recruit and hire supportengineers
  • Mentor and train supportengineers on process and technical products
  • Retain top talent
  • Establish training programs
  • Manage team shifts
  • Engage with customers on escalated supportissues or critical customer situations
  • Provide expert systems design, recommendations, and configurations
  • Perform in-depth diagnostics and troubleshooting using networking tools
  • Assist customers with testing or troubleshooting of networking or cloud service issues
  • Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
  • Maintain ticket database, logging issues and customer interactions
  • Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
  • Limited travel – typically only for company training or meetings
  • Hours – Weekday shift work, shift may vary, possible on-call
  • Other duties or projects, as assigned

Requirements:

  • 5 years support manager experience
  • Proven escalation management experience
  • People management experience including strong soft skills
  • Very strong verbal and written communication skills (English)
  • Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
  • Minimum 3 years experience working as SupportEngineer/ Sr. Support Engineer supporting networking or web security products  
  • Working knowledge of networking and security products and enterprise network infrastructure.
  • Required knowledge and experience

o   Networking Experience - VPN technologies such as IPSec and VPN clients

o   Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)

o   Authentication systems such as LDAP, MS AD etc

o   Knowledge of protocols such as HTTP, SMTP, FTP, DNS

  • Experience with operating systems such as Linux, Unix and Free BSD
  • Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Working knowledge of Apache and IIS Web Server administration
  • Scripting knowledge (SHELL, Python, Perl) – not required, a plus
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Company Description
Zscaler enables the world’s leading organizations to securely transform their networks and applications for a mobile and cloud first world. Its flagship services, Zscaler Internet Access and Zscaler Private Access, create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances or hybrid solutions are unable to match. Used in more than 185 countries, Zscaler operates the world’s largest cloud security platform, protecting thousands of enterprises and government agencies from cyberattacks and data loss.

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